Packing your orders
Orders placed by 8.30am GMT, Monday – Friday excluding bank holidays, are usually dispatched within 1-2 working days, this is excluded from delivery time table.
So, an order placed on Monday lunchtime would typically leave on Tuesday or Wednesday latest. The warehouse does not dispatch on weekends or bank holidays.
For security, hampers are always sent specially via DPD delivery at a cost of £8.50 and are excluded from any offers/discounts.
Subscription orders always incur a charge of £4.50.
The weight of your parcel is calculated as the total weight of the individual products plus the weight of the outer shipping packaging. We may split orders into more than one parcel.
Delivering your orders
DPD’s guaranteed 1- 2 days delivery service applies to working days not including Saturdays, Sundays or bank holidays.
So if you order after 8.30am on a Thursday, it is likely that you won’t receive it until the following Monday.
Royal Mail 3 - 4 days service is estimated and not guaranteed but, is trackable and applies to working days not including Saturdays, Sundays or bank holidays.
*Dispatch of orders, is excluded from delivery timetable and takes 1 -2 working days.
Royal Mail Cyber Attack
Service update: 24th of January 2023
Following the recent cyber incident to affect the Royal Mail International services, there will be a delay on all international shipments.
We are checking for updates daily and this will be updated as soon as our international shipments are operating as usual.
Tracking your orders
Should you wish to find out the status of your order, please use the link provided in your order confirmation and contact DPD directly.
Should you not have received your order's tracking link please email us on firstname.lastname@example.org
DPD will always send you tracking notifications should you have chosen their service.
Please note that due to circumstances outside our control we are now unable to ship to European countries.
Orders to Scotland, Northern Ireland, The Scottish Highlands & Islands and far away UK destinations can take a few days longer than UK mainland deliveries whether dispatched via Royal Mail or Dpd.
On some rare cases to these destinations, the Free DPD delivery offer will not be available and revert to Royal Mail, this will be automatically calculated by our shipping system at checkout once the customer input their address. We do apologies for the trouble this may cause.
The exact cost to every delivery is automatically calculated at checkout, when you put in your address.
Please not that we cannot deliver to PO boxes.
To avoid your chocolate arriving damaged, we will delay dispatching orders when temperatures are over 22 degrees C.
Please look at the tracking of your order for more details or contact us if you have any questions.
The countries we can deliver to can change at any time, so please check when you place your order.
We are currently unable to deliver to Europe, South Africa, Guernsey, Kuwait and Russia.
We can deliver parcels up to 2kg to most other countries.
Delivery times vary by country and the time frame given is only an estimation.
Please be aware delivery to Oversea destinations can take up to 4 weeks from dispatch.
We regret that it is currently not possible to have an overseas delivery address for subscriptions to our Chocolate Tasting Club.
Cost and Customs
The cost of shipping will be calculated at checkout when you have put in your address.
All customs charges, import taxes, fees and Covid restrictions/requirements , if applicable, are the customer’s sole responsibility and are not included in the shipping costs.
It is the customer’s sole responsibility to check before placing their order and comply with any import or customs requirements that their country has.
If for any reason the goods are not accepted, Willie’s Cacao will not be held responsible and will not accept returns or give refunds.
It is the customer's sole responsibility to contact their courier directly using the link provided in their order confirmation should they need to, to get updates, provide delivery instructions and so on.
Willie's Cacao cannot control the temperature the order will travel at, therefore it is placed at the customer’s risk and if the chocolate arrives damaged the order will not be replaced or refunded.
It is the customer's sole responsibility to check the temperature on the way and at destination before placing an order.